Respondents are receptive to the look of the new site, however some are initially uncertain or confused about whether or not they are on the right site after being redirected. Some current clients are unsure if they should click on “Client Login” or “Member Login.”
Both current and prospective clients would visit the website looking for information about specific products and services, industry information such as ICD-10, pricing, type of support TriZetto offers and contact information.
HOW TRIZETTO PROVIDER SOLUTIONS USED THE INSIGHTS
TriZetto revised the website under development to clarify and add content and features that clients and prospective clients most frequently seek. For example, the TriZetto Provider Solutions dropdown menu includes the specific products and services offered by each division.
WHAT WE DID
We conducted 10 in-depth interviews over WebEx with current and prospective TriZetto Provider Solutions™ clients. The proposed website was under development and not available for traditional usability testing, so we developed PowerPoint mockups of the proposed site for review using a combined methodology of WebEx and teleconference technology. TriZetto representatives were able to dial into the interviews to hear test results in real time.